Customer Service Rating – Frequently asked questions

Your Customer Service Rating on Amazon represents the average buyer satisfaction with your responses to their inquiries. This rating is based on customer feedback gathered through a survey that asks, "Did this solve your problem?"

Here are some key points about Customer Service Ratings:

1. **Calculation**: Your Customer Service Rating is updated weekly and is calculated over a running 4-week period. For example, your rating in the week of January 1, 2019, is calculated from feedback received from December 1-31, 2018.

2. **Survey Inclusion**: The "Did this solve your problem?" survey is included in messages where sellers reply to buyer messages. It's not included in messages sent proactively by sellers without prior contact from the buyer.

3. **Resolution of Negative Feedback**: If you resolve a buyer's problem after they have submitted negative feedback in the survey, your rating will be positively affected if the last feedback provided by the customer is positive. Conversely, if the last feedback is negative, your rating will be negatively affected.

4. **Rating Updates**: Your rating may not update every week if you haven't received enough responses. You need a minimum of 40 buyer responses from the "Did this solve your problem?" survey within the last 4 weeks to have a meaningful rating.

5. **Visibility**: Only sellers who have received at least 40 responses from buyers within the last 4 weeks will see a Customer Service Rating.

6. **Importance**: Customer satisfaction is crucial for business growth and correlates with a high seller feedback rating. High Customer Service Ratings are linked to repeat purchases, while low ratings are correlated with negative seller feedback.

7. **FBA Orders**: Your Customer Service Rating includes feedback for all orders, including those fulfilled by Amazon (FBA). This is because customers can contact you directly with non-fulfillment-related questions.

8. **Rating Categories**: Ratings are categorized as follows:

- 0-6: Needs Attention (Red)

- 6-8: Needs Improvement (Yellow)

- 8-10: Keep It Up (Green)

9. **Suspension**: Amazon will not suspend your selling privileges based on your Customer Service Rating.

10. **Improvement Tips**: To improve your rating, consider the following:

- Respond and resolve buyer issues promptly.

- Personalize your communication.

- Provide clear and professional responses.

- Test links before sending messages.

- Include tracking information for delivery inquiries.

- Have buyer-friendly cancellation and return policies.

- Ensure your delivery and return policies are listed on the product page.

- Acknowledge buyer complaints, apologize, and offer solutions.

- Set clear expectations and meet them.

11. **What Not to Do**: Avoid delivering without tracking information, asking customers to perform tasks you can do, including vague or empty information in messages, and sending automated replies.

Your Customer Service Rating is an essential metric for maintaining a positive reputation on Amazon and ensuring customer satisfaction.